Episode 35: Speed Beats Skill in today's Market

So what we're going to talk about today is ultimately how speed beats skill every single day.

David, I think you said it first and I've stolen it and using it a million different times, but money loves speed.

And as we go through that, I think it's just so good to unpack that we can go, we can try to get to great all day long, but there's a lot of times where we miss all of the good of what needs to happen.

And we get lost inside SOPs and processes and all of that different stuff.

And I'll say it first off, when we get selfish thinking about what we need to do, when really the only thing that matters is what the customer wants and their experience.

Because it doesn't matter if you're trying to sell a contract, they have a leak call, you're completing a contract, you're meeting someone for the first time.

Maybe they just wrote you on your business page on Facebook.

And I always go back and this is where we'll start this off.

I always go back to a real time furnace broke.

It was winter in Chicago and I needed somebody to come out because I had an air code on my furnace.

It wasn't working.

It was like 30 degrees outside.

First off, the person I call is the person I remember, right? That's the first person.

And maybe it was the radio station ad.

Maybe I saw their truck this morning.

Maybe I used them before, but that's the first person I call because I am in panic mode.

I am not going to research a hundred people.

I'm not going to find the best HVAC contractor in McHenry.

It is, or Woodstock or whatever it is, right? Like it's eight o'clock at night on a Friday.

My furnace isn't working.

It's who I remember.

And then I take it to the next step that I call who I remember.

And this is where speed beats skill all day long.

I can call the best HVAC contractor in the entire world.

And if they don't answer the phone, they have about 15 seconds before I'm no longer loyal to them.